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Careers

Tier 2 Customer Support engineer

Location: Qwilt INC - Redwood City, CA
Type: Full-time

About The Position

About the role and the team

 

We are looking for a highly skilled and talented Customer Support Engineer to join our Tier-2 team. As a Tier 2 Customer Support engineer, you will be responsible for investigating and resolving complex technical issues and providing support to our partners and customers worldwide.

In addition, you will play a crucial role in software maintenance, including performing upgrades and updates to our servers on the CDN.

 

What will you do?

  • Manage and Support Top ISP & CP Customer Accounts Worldwide.
  • Provide Expert-Level Technical Support for Complex Customer Issues.
  • Analyze and Troubleshoot Complex Technical Problems.
  • Collaborate with Cross-Functional Teams to Resolve Escalated Issues: Work closely with other departments.
  • Escalate and collaboratively resolve complex issues, ensuring effective communication.
  • Provide on-call support.
  • Offer guidance and expertise to internal teams as a subject matter expert.

You will be great for this role if you have:

  • Advanced knowledge of Linux operating systems and command-line tools.
  • Proficiency in networking concepts, including TCP/IP, DNS, HTTP, routing protocols, and troubleshooting techniques.
  • Excellent communication skills in English, both written and verbal, with the ability to convey technical information effectively.
  • Strong documentation skills to accurately record technical information, troubleshooting steps, and resolutions.
  • Ability to guide and conduct knowledge-sharing sessions with other teams or internal stakeholders.
  • Familiarity with monitoring tools and systems used for network and performance monitoring.
  • Exceptional problem-solving skills and the ability to think critically and analytically.
  • Demonstrated ability to handle complex technical issues and provide thorough investigations and resolutions.
  • Extensive knowledge of content providers and video streaming protocols, particularly HLS/MPEG-Dash, is essential.
  • Strong organizational and time management skills to handle multiple customer issues simultaneously.
  • taking proactive ownership.
  • Motivated to continuously improve and develop.
  • Welcomes open communication and is receptive to feedback.
  • A long-term team player.

 

We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Qwilt.

Join us!

 

Apply for this position